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Haim Toeg
- Male
- Long Beach, CA
- United States
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Valérie - it is difficult to answer your question without understanding what your organization does or how it operates. However, I would like to recommend a book that will surely answer your question. It is 'Collective Wisdom' by Francoise Tourniair…
Brian - there are a few challenges I can see to this. First, it is not always easy to distinguish 'how to' questions from a product defect and by the time yo made the distinction your employees have invested most of the work required to take the cus…
How much to charge depends on how specific the skills provided by the training are to your products and their impact on your company's revenue Here is a set of questions you could ask yourself:
1. Is the training going to help my partner to sell mor…
Thanks for the blog pointer Bill - I took a quick look there and it seems very interesting and well written. I will surely add it to my follow list.
I agree with what David wrote above, but would add one exception from my past experience. When the people writing the content are not native speakers of the knowledge base language you will want to have someone review the content before it goes publ…
Jorge - it is difficult to understand what you are after. Every one of the content classes you list is part of the customer experience, either in existence or in absence, so the better they address your customers' needs the better their experience w…
David - I like the overall role of the combined team, but I am curious why you would want to split the roles. Once someone had developed deep knowledge of the customer, wouldn't they be ideal to pick up the renewal / cross selling discussion?
George - this greatly depends on who uses your software and what you expect to achieve by doing this. If you have desktop products then you probably want to qualify the users allowed to call in and make sure the customer has a qualified help desk to…
Peggy - clicking on the link shows that the webinar is over.
Setting up a social media support forum and trying to measure its effectiveness is an interesting challenge. Expecting it to reduce the volume of incoming cases is a long term proposition that has to be managed carefully before you have any chances…
David,
I think focusing on the cultures of individual service providers is not going to help you much in understanding the differences in satisfaction survey results across cultures. From what I have seen, the results varied across two main variabl…
David,
This is an important question and has been covered in a variety of locations. Usually US ratings are the highest of all, EMEA would be significantly lower and the AP ratings would depend on the response distribution between the constituent c…
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Profile Information
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- First name
- Haim
- Last name
- Toeg
- Company
- Toeg Consulting
- Level
- CXO (C-level exec)
- Primary Job Function
- Executive Management
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